Support & Help Center

Q: How do I create an account on iCheck?

A: Visit icheck.ng/register, provide your email, phone number, and National Identification Number (NIN). You'll receive a verification link via email to complete registration.

Q: I forgot my password. How do I reset it?

A: Click "Forgot Password" on the login page, enter your email address, and follow the instructions sent to your email. The reset link is valid for 60 minutes.

Q: Can I change my email address or phone number?

A: Yes, you can update your email address from your profile settings. Phone numbers verified through NIN cannot be changed as they're tied to your official records.

Q: How do I delete my account?

A: Email [email protected] with your request. Please note that some verification records must be retained for 7-10 years as required by Nigerian law, but your account will be deactivated immediately.

Q: How long does verification take?

A: Identity verification (NIN) is instant to 24 hours. Employment and address verification typically take 3-7 business days, depending on third-party response times.

Q: What documents are required for verification?

A: For identity: Valid NIN. For employment: Employment letter, pay slip, or company ID. For address: Utility bill, tenancy agreement, or landlord confirmation letter.

Q: My verification was rejected. What should I do?

A: Check the rejection reason in your dashboard. You can resubmit with corrected information or clearer documents. If you believe there's an error, contact [email protected] with your details.

Q: Can I verify employment from outside Nigeria?

A: Yes, but the employer must be contactable and willing to verify your employment. International verifications may take longer (7-14 business days).

Q: What if my employer is no longer in business?

A: Upload any available documentation (employment letter, pay slips, tax documents). We'll attempt alternative verification methods, but this may result in lower verification confidence.

Q: How is my verification score calculated?

A: Your score (0-200) is based on: Identity verification (NIN), employment history duration and verification, address history duration and verification, document quality, and information consistency.

Q: How can I improve my score?

A: Add more employment history, verify your current address, ensure all information is accurate, upload high-quality documents, and complete all verification steps.

Q: How often is my score updated?

A: Immediately when new verifications are completed. The overall rating may be recalculated monthly.

Q: Is my data safe with iCheck?

A: Yes. We use bank-level encryption (TLS/SSL), store data in secure Nigerian/ECOWAS servers, comply with NDPR 2019, implement multi-factor authentication, and conduct regular security audits.

Q: Who can see my verification information?

A: Only you, authorized iCheck staff (for verification purposes), and third parties you explicitly grant access to (employers, landlords, banks). We never sell your data.

Q: Can I download my data?

A: Yes. Under NDPR, you have the right to data portability. Go to Settings → Privacy → Download My Data, or email [email protected].

Q: What happens if there's a data breach?

A: We'll notify you within 72 hours, report to NITDA as required by NDPR, provide details of affected data, and offer remedial support and credit monitoring if applicable.

Q: Is iCheck free to use?

A: Currently, yes! Basic verification services (identity, employment, address) are free. Premium features may be introduced in the future with advance notice.

Q: Do I need to pay to download my verification report?

A: No, downloading your personal verification report is always free. Third parties requesting reports may be charged a fee.

Q: The website isn't loading properly. What should I do?

A: Try: Clear browser cache and cookies, use an updated browser (Chrome, Firefox, Safari, Edge), disable browser extensions temporarily, check internet connection, or try a different device. If issues persist, email [email protected].

Q: I'm not receiving verification emails.

A: Check your spam/junk folder, add [email protected] to your contacts, ensure your email address is correct in your profile, or try a different email provider. Contact [email protected] if problem persists.

Q: My uploaded documents aren't showing up.

A: Ensure files are under 2MB each, in supported formats (JPEG, PNG, PDF), have stable internet connection during upload, and try again after refreshing the page. If still failing, contact [email protected].